Nos últimos anos, a gastronomia italiana presente em São Paulo sofreu grandes transformações. Chefs com experiência internacional assumiram cozinhas típicas da cidade e passaram a propor uma culinária mais vinculada às regiões italianas. Com o objetivo de pesquisar as escolhas lexicais que definem a linguagem da gastronomia italiana em seus vários segmentos, optamos por dar voz aos profissionais do setor. Para tanto, entrevistamos chefs de cozinha, proprietários de restaurantes e um representante da Accademia Italiana della Cucina, entidade que tem o compromisso de certificar os restaurantes que se dedicam à tradicional cozinha da Itália na cidade. Nesse processo, foram ouvidos dezessete personagens em 35 horas de entrevistas, com o intuito de verificar se a autenticidade ou adaptação de pratos e ingredientes se reflete nas escolhas lexicais. Por meio desses relatos, que envolveram trajetórias de vida e experiências à mesa, também registramos uma parte da história da gastronomia italiana em São Paulo ponto de apoio para compreender melhor o atual cardápio dessa culinária na capital paulista. A partir do corpus reunido, oito personagens, representantes dos segmentos cantinas e restaurantes italianos, tiveram seus perfis analisados para este trabalho. Os resultados evidenciam uma cozinha pautada, inicialmente, nos sabores do Sul da Itália, com um léxico adaptado e distorcido em decorrência da falta de uma correspondência entre produtos e cultura alimentar dos dois países. Podemos citar como exemplo o filé à parmegiana, receita sem paralelo na Itália. Mais recentemente, observa-se o empenho de vários profissionais no sentido de imprimir um pouco mais de rigor no tratamento do léxico presente nos cardápios, com respeito à língua italiana e à cultura regional gastronômica daquele país. / In recent years, Italian cuisine served in São Paulo has undergone major changes. Internationally experienced chefs took over typical restaurants in the city and began to propose a cuisine which is rooted in Italian regions. By giving voice to professionals in the area, the aim of this research is to investigate Italian cuisine lexicon in different areas. We then interviewed chefs, restaurant owners and a delegate of Accademia Italiana della Cucina, an academy which has the task of certifying the restaurants dedicated to traditional Italian cuisine in São Paulo. Seventeen interviews, totalizing 35 hours of recording, were carried so that we could verify if authenticity or adaptation of dishes and ingredients is reflected in lexical choices. Through these reports, involving life stories and experiences at the table, we also registered a part of the history of Italian cuisine in São Paulo foothold to better understand the current menu of this cuisine in the state capital. From the corpus, eight members, representing cantinas and Italian restaurants, had their profiles analyzed for this work. Results show a cuisine in line with southern flavors of Italy, with an adapted and distorted lexicon due to the lack of correspondence between products and food culture in both countries. As an example, we mention filé à parmegiana [steak parmigiana], a recipe which is unknown in Italy. More recently, many professionals are committed to giving more attention to the lexicon on menus, aiming to respect Italian language and gastronomic regional culture.

Submitted by Coordenação Hotelaria (hotelaria@vm.uff.br) on 2016-05-04T18:14:46Z No. of bitstreams: 1 TCC Doris Leina.pdf: 674411 bytes, checksum: 7fd0ecf6f488e787600addf26b5c5929 (MD5) / Made available in DSpace on 2016-05-13T13:27:33Z (GMT). No. of bitstreams: 1 TCC Doris Leina.pdf: 674411 bytes, checksum: 7fd0ecf6f488e787600addf26b5c5929 (MD5) / O presente trabalho tem por objetivo investigar as políticas de gestão de pessoas na cozinha de um restaurante no estado do Rio de Janeiro. O empreendimento escolhido faz parte de uma rede conceituada no mercado de restauração, de porte médio, localizado em um shopping, com tipologia de um restaurante tradicional e apresenta um cardápio bem diversificado. Com cerca de 60 funcionários, o setor de gestão de pessoas do restaurante torna-se peça chave na dinâmica da empresa. Para realização do presente estudo, adotou-se o método qualitativo, sendo a pesquisa do tipo exploratória. Os instrumentos de coleta de dados foram entrevista semiestruturada aplicada aos funcionários do restaurante estudado, observação participante sistemática a partir da experiência da pesquisadora na empresa e análise documental do material adquirido pela pesquisadora. Das informações obtidas elaborou-se a análise qualitativa dos resultados que originaram quatro categorias, que representam a recorrência dos assuntos observados nos dados coletados, entre elas: Liderança, Elementos (Des) estruturais, Treinamento e Sistema de Recompensas, que apontaram resultados contraditórios ao que se propõe o restaurante estudado. / This study aims to investigate management policies regarding kitchen workers in a restaurant in the state of Rio de Janeiro. The chosen business establishment is part of a prestigious network in the catering market, medium size, located in a shopping Center, categorized as a traditional restaurant featuring a diverse menu. The restaurant's personnel management becomes a key part in the dynamics of the company as it is responsible for approximately sixty full-time employees. To carry out this study, the qualitative method was adopted, along with an exploratory research. The instruments for data collection was a semi-structured interview applied to all kitchen staff of the restaurant, as well as a systematic observation during the researcher's experience inside the company, and the analysis of all the gathered material. From the information obtained it was determined a qualitative analysis that yielded four main categories that represents recurring issues observed within the collected data, including: Leadership, (Un)Structural Elements, Training and Rewards System, pointing to contradictory results regarding the company's purpose.

Since the release of the new iPad in 2010, few studies have explored the idea of tablet- based menus in restaurants. Since this is a new topic in the hospitality industry, there has not been literature that explores how personal traits influence the adoption intention of tablet-based menus. This study aims to explain the impact of innovation characteristics and individual differences on customer intentions to adopt tablet-based menus in restaurants of different service levels. With a random sample of 430 participants collected via Amazon’s Mechanical Turk, a regression analysis and an ANOVA test were performed. The results confirmed that only three variables (relative advantage, compatibility, and restaurant type) make a statistically significant contribution to predicting the adoption intention of tablet-based menus. It was also found that adoption intention of tablet-based menus differs across three restaurant types (quick-service restaurant, midscale restaurant, and upscale restaurant). The findings of this study provide an important insight to restaurant managers who may consider implementing tablet-based menus at their establishments. Limitations and ideas for future research are discussed.

This diploma thesis analyzes the current state of the company and creating a marketing strategy, which aim is to make Tisuvka restaurant and guesthouse popular and visible and increase attendance. The work includes a thorough analysis of the microenvironment, branches environment and microenvironment enterprise together with SWOT analysis. In conclusion, there are presented recommendations for all components of the marketing mix , which should lead to an improvement of the current situation , including an economic assessment of the company.

Service orientation has been suggested to be a work-related behavioral trait that contributes toward overall job performance in certain occupations. Therefore, the Batrus Hollweg Service Questionnaire (SQ), a personality inventory, was hypothesized to predict performance in a sample (N=55) of fast-food restaurant workers whose jobs were primarily composed of service-related elements. A performance evaluation form was created for use as the criterion measure. An alternative scoring system for the SQ was developed, and showed it to be significantly correlated with the criterion. The potential for use of the alternative scoring procedure is discussed.

Doctor of Philosophy / Department of Hospitality Management and Dietetics / Junehee Kwon / Service sabotage refers to employees' deliberate actions that negatively affect service, functional quality, employee-customer rapport, and company performance. Almost all frontline employees in the hospitality industry have witnessed service sabotage behaviors, and 85% admitted to engaging in such misbehaviors. Despite the prevalence and profound impact of service sabotage, it has been a challenge for researchers to measure the construct and understand specific and contextualized restaurant service sabotage behaviors. Thus, the purpose of this dissertation was to develop a reliable and valid scale to measure restaurant service sabotage. A mixed methods research design was applied. A qualitative study was conducted to explore prevalent restaurant service sabotage behaviors and to generate an item pool for the initial scale, followed by two quantitative studies with two different groups of non-managerial frontline employees in full-service restaurants to refine and validate the scale. Guided by critical incident technique, 243 critical incidents were derived from the in-depth interviews (n = 26). Of those, 28 explicit types of restaurant service sabotage behaviors were identified and further categorized into three behavioral groups: targeting customers, colleagues, and restaurants. In conjunction with scale items extracted from related measures, an initial instrument consisting of 39 items was developed and administered to an online restaurant employee panel by hiring a professional research firm. A total of 419 usable responses were collected and analyzed using principal axis factoring with a promax rotation. Results revealed a 13-item scale with three dominant factors. To validate the scale, 463 usable responses were gathered for data analyses. Results of the confirmatory factor analyses indicated a good model fit of the three-factor model, Chi-square/df=3.15, GFI=.96, CFI=.97, NFI=.95, and RMSEA=.07 while reducing the scale items from 13 to 10 and supporting the scale's dimensionality. Tests for validating construct validity were all fully supported. Cronbach’s alpha coefficients were all greater than .70, showing internal consistency of the scale. This psychometrically valid and conceptually sound scale may be applied in future restaurant service sabotage research and may stimulate additional studies to advance the theory and explore the criterion network. Implications, limitations, and direction for future research are discussed.

Doctor of Philosophy / Department of Hotel, Restaurant, Institution Management and Dietetics / SooCheong Jang / Deborah D. Canter / In the last few decades, franchising has become a part of everyday life in the United States. Many firms in a variety of industries have adopted franchising as a method of doing business. Despite the importance of franchising, the literature on why firms initially choose to franchise and how franchising affects financial performance has been scant (Combs et al., 2004; Watson et al., 2005). The purposes of this study were 1) to examine how well agency theory, resource scarcity theory, risk-sharing theory, and specific knowledge theory justify the franchising decision, 2) to investigate whether franchising affects restaurant firms' market value and profitability, and 3) to investigate the relationship between the ownership mix, combination of franchised and company-owned outlets, and financial performance. For the statistical analysis, the data were collected from the Standard and Poor's COMPUSTAT database, Bond's Franchise Guide and 10 K reports. A logistic regression model was developed to identify a set of variables that best differentiated firms engaged in franchise contracts from those that were not. The statistical results indicated that: 1) Young and growing firms used franchise more to increase the flow of resources. This result supported resource scarcity theory. 2) The degree of geographic dispersion and involvement in foreign countries increased the probability of a firm's decision to franchise. These results supported agency theory. 3) The decrease of specific knowledge requirements increased the franchising probability. This result supported specific knowledge theory. T-tests and multivariate regression models were used to test how franchising affects firms' financial performance. The findings indicated that 1) franchised firms had better financial performance than non-franchised firms, 2) the relationship between ownership mix and financial performance was curvilinear and the inverted U-shaped relationship suggested the existence of optimal ownership mix that can maximize a firm's financial performance, and 3) ownership mix not only directly affected a firm's intangible assets, but also indirectly affected a firm's intangible assets through advertising. This study found that a purely company owned or a purely franchised chain did not produce the best financial performance. Restaurant companies could use both company-owned and franchised units to leverage the strengths of one another, which will yield a better overall financial performance than if either structure was to operate alone.

Ekonomy i psychology po celém světě vždy zajímala otázka procesu lidského rozhodování. Eko- nomové zd·razňují význam teorie úžitku během rozhodování, kdežto psychologové se zaměřují na r·zné vnitřní a vnější stimuly ovlivňující naše rozhodnutí. Oba tyto přístupy m·žeme najít v be- haviorální ekonomií, kde oba koncepty mezi sebou těsně spolupracují. Znalost r·zných ekonomic- kých i psychologických faktor·, které ovlivňují náš výběr m·že být mimo jiné přínosná například ve výzkumu spropitného. Abychom našli r·zné d·vody pro placení spropitného, vytvořili jsme experiment ohledně výše spropitného u českých zákazník·. Procentuální výše spropitného byla zkoumána v závislosti na pohlaví obsluhy, velikosti skupiny, která navštívila restauraci, velikosti účtu na jednu osobu a také byl zkoumán vliv tří na sobě nezávislých intervencí. Tyto intervence byly zaměřeny na altruistické chování, reciprocitu a dobrou náladu zp·sobenou personalizací. Výsledky experimentu jsou překvapující a neshodují se s výsledky z předchozích experiment·. Bylo zjištěno, že intervence spojené s altruismem a reciprocitou mají negativní vliv na výši spro- pitného, avšak intervence spojená s personalizací nemá žádný vliv na spropitné. Ve výsledku se také poukazuje na klíčový vliv země, ve které je experiment proveden. 1

The purpose of this study was to investigate the opinions of leaders in the hospitality industry about the contributions which had been made by the hospitality schools. These contributions were specified in the topics of accounting, finance, merketing, merchandising, planning, supervising, system analysis, architecture, engineering, and interior design. Fifty-six questionnaires were sent to the personnel of hotel and food service companies. A high percentage of respondents believed that the schools had made no contribution in accounting, finance, marketing, merchandising, planning, and supervising. The major problems were that the schools did not provide enough emphasis on the subjects and students' practical experience. In addition, there were a low percentage of responses to the topics of architecture, engineering, and interior design. Consequently, those contributions could not be difined because of lack of information.

The main research objective of this study was to find out whether perceived value significantly affects consumers’ purchase intention. Additionally, this study examined if there are any significant differences in perceived value for different fast-food restaurant brands and attempted to identify which fast-food restaurant is perceived to be the industry leader. A total number of six fast-food restaurants (McDonalds, Subway, Starbucks, Wendy’s, Burger King, and Taco Bell) were selected. Findings showed that among the five perceived service value dimensions, Starbucks is the leader in terms of quality, emotional response, and reputation. Multivariate analysis of variance (MANOVA) and multiple regression analysis were performed to test the study hypotheses. Results indicated that there were significant differences in perceived value for different fast-food restaurant brands. Besides, monetary and behavioral price significantly affects consumers’ purchase intention. Findings are expected to help hospitality marketers to strategically manage their brands.